Frequently asked questions.

SoundOps is built for anyone in the music industry — solo artists, DJs, record labels, promoters, venues, agencies, and managers. When you sign up, you choose your mode(s) and the platform tailors itself to your workflow.

No. SoundOps is a no-code platform. Everything is configured through the admin panel — branding, pages, products, campaigns, and more.

Yes. If you’re not happy with SoundOps within the first 14 days of your paid subscription, email us and we’ll refund your first payment in full — no questions asked. Between the free trial and the guarantee, you have a completely risk-free window to see if SoundOps is right for you.

Every plan gets the same support. Inside the admin you’ll find an AI assistant that knows every feature and answers questions 24/7, step-by-step guided tours of every major area (click the ? icon on any page), and a setup checklist that takes you from blank account to live site. Need a human? Raise a support ticket from the in-app assistant and our team will follow up by email.

All core features are on every plan — website, shop, ticketing, campaigns, automations, smart links, promo servicing, and more. Plans differ by usage limits (emails, SMS messages, AI credits, storage, team seats) plus a few pro extras: custom SMS sender ID, branding removal, the Promo Network, and the Advanced AI tier on Growth and above, and forensic watermarking on Business. You can always add usage packs if you need more.

Absolutely. Upgrade or downgrade at any time from your dashboard. Upgrades take effect immediately with prorated billing, while downgrades and cancellations apply at the end of your current billing cycle.

The 14-day free trial applies to the Starter plan. Payment details are collected at signup and your subscription starts automatically when the trial ends unless you cancel — cancel any time during the trial and you won’t pay a thing. Growth and Business are billed from day 1, so most people start on Starter and upgrade later (upgrades are immediate and prorated). If you cancel, your site is paused (not deleted) and you can reactivate at any time.

Addons are usage packs that add to your plan limits. For example, the SMS Pack adds 500 SMS messages per month on top of your plan’s base limit. You can add or remove packs at any time.

A small 2% platform fee applies to sales processed through your shop (products and tickets). This covers payment processing infrastructure and is deducted automatically — no invoicing or extra charges. Standard Stripe processing fees also apply.

SoundOps supports Stripe Connect in 45+ countries including the US, UK, EU, Australia, Japan, Canada, Brazil, and more. Your shop and ticket checkout will automatically use your Stripe account’s default currency (USD, GBP, EUR, JPY, etc.). Zero-decimal currencies like JPY are handled automatically.

By default, limits are hard caps — sends that would exceed your plan and pack allowance are refused until your billing cycle renews, so you’re never surprise-billed. If you’d rather keep sending, turn on the optional overage budget: set a monthly £ cap and extra usage bills per-unit on your next invoice, with alerts as you approach the cap and an automatic stop when you reach it.

Yes — pay yearly and save 15% versus monthly (Starter £122/yr, Growth £296/yr, Business £806/yr). Add-on packs and any overage charges still bill monthly, so the variable part of your bill stays predictable. Switching from monthly to annual takes effect immediately with proration; annual to monthly applies at your renewal date.

Usage counters (emails, SMS, WhatsApp conversations, AI credits, and so on) reset when your billing cycle renews — the day your subscription invoice is paid — not on the 1st of the calendar month. The Usage & Billing page shows how many days until your next reset.

Starter includes 1 team seat, Growth 5, and Business 25. Invite members by email and they sign in with a password or their Google account. Each member gets a role — presets like Admin, Marketing Manager, Shop Manager, Content Editor, or Viewer, or a custom role built from 13 permission scopes so you control exactly what each person can see and change.

Create a promo campaign, add recipients, and send secure promo links via email. Recipients can stream tracks, download files, and leave feedback (ratings, quotes, support levels). You get full analytics on who opened, played, and downloaded. Plans include 50 / 1,000 / 2,000 promo recipients per month on Starter / Growth / Business — each individual delivery counts, so a campaign to 30 DJs uses 30 of your allowance. Promo recipients are tracked separately from your generic Emails dimension.

Yes — every promo campaign has an Auto-chaser toggle. Pick a delay (3, 5, or 7 days) and an audience (non-openers, or opened-but-no-feedback). The platform fires the chaser once when the window elapses — hard-capped at one chaser per campaign so it can't be abused. Each chaser recipient counts toward your monthly Promo Recipients allowance at the same rate as the original send. Chasers don't touch your generic Emails allowance.

The SoundOps Promo Network connects labels, DJs, press, and curators across the platform. If you run a submission inbox, list it on the network and promos from matching senders land in your inbox to review like any other demo. If you’re sending, pick matching listings at send time — each one receives your campaign as a single submission with your pitch and press kit, and their ratings and feedback sync back to your campaign analytics. No email addresses ever cross between accounts. Available on Growth and Business plans.

Yes. Every promo list can be exposed as a public application form at /apply/<your-slug>. DJs, press, radio hosts, and curators self-apply with role, outlet, genres, location, sample mixes, and social links — you choose which of these fields to show or hide. You review applications in a queue and approve or decline — applications carry the full submitted profile so you have what you need to decide. Approved applicants are added to the list automatically. You can also auto-approve trusted contacts whose engagement score is above a threshold you set, AND any contact you’ve manually pinned as Tier A is auto-approved regardless of score. Place the apply CTA anywhere on your site: directly on a custom page (page builder section), on order confirmation pages, smart-link landings, event pages, or in confirmation emails (cross-sell CTA).

Each promo contact gets an A / B / C tier — either auto-derived from their engagement score (top 20% / next 30% / bottom 50%) or manually pinned by you. Tier shapes actual sending: the send pipeline orders A → B → C so VIPs get the email seconds before the long tail on big sends, you can flip a per-campaign “VIP send” toggle to restrict the audience to A or A+B only, and tier segments + auto-approval rules respect manual pins. When a tier-C contact claims label support on a campaign, you get a one-click “Promote to A?” prompt on their profile — we never auto-promote, the relationship judgement stays yours.

Three sources fill in name / role / city / genres beyond what you type in: (1) the public list signup form when a DJ applies through /apply/<slug>; (2) email-domain role inference — well-known industry domains (BBC → radio, Resident Advisor → press, Spotify → curator, etc., personal domains skipped) seed the role on import and signup; (3) a weekly geo backfill cron that fills the contact’s city from the most-frequent location in their last 90 days of opens. Operator-typed values always win — the auto-fillers only touch fields you’ve left empty.

Yes. The Promo Follow-Up automation email links the recipient back to their original promo page. When they return, their submitted rating / quote / comments render as a read-only summary so they can't accidentally overwrite their original feedback — but the proof-of-play section underneath stays editable. They can drop a video clip of the track in a set, paste a Spotify support link, or add an Instagram story URL any time the campaign is active. The link in the follow-up email is the same signed URL they got in the original send, so no new auth flow.

Every plan includes a monthly WhatsApp conversation allowance (Starter: 150, Growth: 500, Business: 1,500). These are included in your plan price at no extra cost from SoundOps. If you hit your allowance, sending pauses until your billing cycle renews — or turn on the optional overage budget to keep sending at £0.05 per extra conversation, up to a monthly cap you set. WhatsApp uses per-conversation pricing: once a conversation opens (24h window), all messages within that window count as one conversation. Note: Meta also charges a small per-conversation fee (~£0.02–0.04) directly to your WhatsApp Business Account — this is separate from your SoundOps subscription. We’re working on consolidating all billing into a single SoundOps invoice so you won’t need to manage Meta payments separately.

Every plan includes AI credits for generating content — blog posts, artist bios, event descriptions, product copy, press releases, and social posts. Two model tiers: Fast (1 credit per generation, quick drafts and short copy) and Advanced (5 credits per generation, higher-quality long-form writing). Starter unlocks Fast only; Growth and Business unlock both tiers. The AI learns your brand from your site data, artists, events, and custom voice guidelines you set in Settings → AI Writer. Need more credits? Add the AI Credits Pack (+1,000 credits/mo for £6) from your subscription page.

Ticketing is built in. Create events with multi-tier ticketing (early-bird tiers with quantity caps that auto-open the next tier), group bundles like pairs or 4-for-3, or free-entry events — fans pay through your own Stripe account and receive a QR ticket by email, which you scan at the door with any phone. There’s no per-ticket SaaS fee, just the standard 2% platform fee plus Stripe processing, and every buyer lands in your CRM for reminder automations. Prefer selling elsewhere? Events can link out to external ticket platforms instead.

Yes — email marketing is built in on every plan. You get a visual email builder with music-native blocks (releases, events, products), reusable templates, personalisation tokens, A/B testing with 2–4 variants, segment targeting with a live recipient estimate, a built-in deliverability score, per-recipient open and click analytics, and subscription topics with a preference centre so fans opt out of one type of email instead of everything. Sending uses your monthly email allowance (5,000 / 15,000 / 50,000 on Starter / Growth / Business), and you can send from your own verified domain.

Yes. Add a tracklist to any digital or vinyl release and fans can buy single tracks or the full release at the album price. Each track can carry multiple formats (WAV, FLAC, MP3, AIFF) so buyers pick their format at download time, and customers can always re-download from your site’s /downloads page with just their email and order number — no account needed.

Create a submission inbox and share its public link, or embed the form on any website. Submitters upload audio, add streaming links, and answer your custom fields; your team reviews entries in a queue with in-browser waveform playback, star ratings, assignments, and internal notes. One click shortlists or declines and automatically emails the submitter — status emails are fully customisable per inbox — and submitters who opt in join your marketing audience.

Yes. Every account gets a free subdomain straight away. You can also connect your own domain, or purchase one through us and we’ll manage everything for you — DNS, email sending, SSL, the lot.

Yes. From your admin settings, you can add a custom sending domain (e.g., info@your-label.com). We’ll provide DKIM records to add to your DNS. Once verified, all emails — campaigns, order confirmations, and notifications — will be sent from your domain instead of the shared platform sender.

Yes. From your admin panel, you can search for and purchase a domain directly through SoundOps. We handle registration, DNS configuration, SSL, and annual renewal automatically — zero technical setup required. You can also connect a domain you already own, or transfer a managed domain to another registrar whenever you like (after the industry-standard 60-day lock that applies to all newly registered domains).

Yes. Create coupon codes from your admin panel (percentage off or fixed amount). Set restrictions like expiry dates, maximum redemptions, minimum order values, and first-time customer limits. Customers enter codes at checkout. All coupons are managed through your Stripe account.

Yes. Each shipping zone has a free-shipping threshold (in pence — e.g. 4000 = £40). When the cart hits it, carriage drops to £0 automatically. You can also limit the threshold to specific shop categories (e.g. "Free shipping when £40+ of vinyl is in the cart") — when the qualifying subset crosses the threshold, the whole order ships free. Configured under Settings → Commerce → Shipping.

Yes — turn on Local Pickup in Settings → Commerce → Shipping. Customers buying anything physical see a "Pick up — free" option at checkout alongside "Ship to me". Pickup orders waive carriage, skip the shipping-address form, and land in your orders dashboard tagged "Awaiting collection" so your team knows not to ship them. Great for record shops, label HQs, or anyone with a physical address that buyers can drop into.

Yes. Beyond the default pages (Home, Shop, Events, Blog, etc.), you can create unlimited custom pages like About Us, Gallery, Bookings, or anything else. Each page gets a clean URL (e.g. yoursite.com/about-us) and uses the drag-and-drop section builder. You can also hide default pages you don’t need.

Yes. /admin/tasks gives every tenant a spreadsheet-style task board with configurable columns (text, number, checkbox, date, single/multi-select, person, files, URL, rating, progress) plus Grid, Kanban, and Timeline views. Files dropped onto a task cell flow into the standard media library so they’re not orphaned. @mention teammates in comments, assignments fire in-app notifications via the topbar bell, and an hourly cron reminds the assignee 24h before, at, 24h after, and 72h after a due date — with per-user email vs in-app preferences and per-org defaults on /admin/settings/tasks.

Yes — every detail page type (artists, products, events, blog posts) has layout templates and display options you can configure globally or override per-item. Control image layouts, related content sections, and visibility of specific elements like streaming links, maps, and author info.

Yes — WhatsApp templates support image, video, and document headers. Upload media when configuring your campaign, and it’s delivered alongside your message. Templates with media typically see 2–3x higher engagement. Media messages within a conversation do not cost extra — Meta charges per conversation (24h window), not per message.

Yes. Sync your product catalog to WhatsApp and customers can browse products, add to cart, and checkout via Stripe — all within the chat. You get automatic order confirmations, shipping updates, and delivery notifications sent back through WhatsApp. Digital products get instant download links. Set it up in WhatsApp → Catalog.

Yes. Automation rules can send single products, product lists, or your full catalog using the 'Send product', 'Send product list', and 'Show catalog' actions. Use keyword triggers like SHOP, BUY, or MERCH to automatically share products when fans message you. 32 pre-built blueprints include commerce-specific templates for limited drops, ticket sales, and bundle offers.

Yes. Both the admin panel and platform signup support Google Sign-In. Team members can accept invitations with their Google account instead of setting a password. Google sign-in works on custom domains too — we handle the cross-domain authentication securely.

Absolutely. All connections are encrypted with SSL/TLS. Payments are processed securely through Stripe (PCI DSS Level 1 certified). Sensitive tokens (Instagram, WhatsApp, Spotify) are encrypted at rest with AES-256-GCM. Your data is stored in MongoDB Atlas with encryption at rest and in transit. We never sell your data — it’s processed only by the vetted infrastructure providers needed to run the service (AWS, Stripe, MongoDB Atlas and others) under GDPR data-processing agreements, and the full list is publicly disclosed at soundops.io/sub-processors.

No. AI features (the AI Writer and the in-app support assistant) send only the minimum needed for each request — your prompt plus the site context you’ve configured — to our AI provider, which is listed on our public sub-processor page and does not use API data to train its models. Your fan and customer contact lists are never sent to the AI, and you can disable AI features for your whole account in Settings.

Compliance is built in. Every capture surface records how and when consent was given, and fans can self-serve from the preference centre linked in every email: per-topic unsubscribes, a full download of their data, and deletion requests that land in your admin queue with the 30-day legal deadline tracked for you. Your site also serves privacy, terms, and cookie-policy pages automatically, non-essential tracking only loads after cookie consent, and our sub-processors are publicly listed at soundops.io/sub-processors.